1. What is the Malcolm Baldrige National Quality Award? What are the categories of entrants? What are the award criteria categories? 2. What are the two types of costs that comprise the total quality...

of entrants? What are the award criteria categories? 2. What are the two types of costs that comprise the total quality cost of a firm? What are the two subtypes within each type? Given the trade-off between the two main types of quality costs, is quality ever free? Explain.

3. What constructive adjustments can management make based on information learned from a company’s internal and external failures?